Frank Innes Sales and Letting Agents Loughborough Reviews Summary

Customer Service

Pros:

• "The professional and friendly service I receive from Emily and Martin is excellent."
• "Really great service they were able to help with any questions I had - tenancy has been really smooth."
• "They were always keeping us up to date with what was happening and were super informative and answered any questions we had."
• "The staff are very friendly & helpful at all times."
• "The management team have been very kind and more than helpful and the workmen who have been sent to do the jobs have been very professional and respectful."
• "Frank and Innes have been very prompt and respectful in their communication."
• "Sandra Baughan particularly communicated regularly and clearly."

Cons:

• "They lack basic communication and customer service skills, and they can't get you off the phone quick enough, verging on cutting you off."
• "Poor communication. AWFUL customer service."
• "You have been the worst estate agents I have ever delt with. Your communication skills between staff is non existent."
• "Woman on phone constantly rude every time we rang."
• "The lady on the phone was very rude, blunt and had an arrogant attitude."
• "Certain Loughborough staff are rude on the phone and should not be in a customer service role."
• "As others have mentioned, there is an incredibly rude lady at this branch."

Professionalism

Pros:

• "House had been professionally cleaned and welcome pack from Frank Innes gave us all the information we needed to settle in quickly."
• "We just moved into our new place and we were delighted to receive such an impeccable support from Emily: she made everything easy and we would strongly recommend Frank Innes Loughborough to family and friends!"
• "I find the whole team very professional and helpful."
• "Jamie and his team did an excellent job selling my Mum’s house and went above and beyond along with the Frank Innes lettings team to have a smooth transition from rental property to sold in a matter of weeks."
• "The Loughborough branch of Frank Innes has a young but experienced dynamic, proactive team."
• "We found the service of renting a property very professional."
• "I can not fault the amazing service we have received with Frank Innes at Loughborough."

Cons:

• "Quite literally the worst estate agent I have ever used and have the unfortunate displeasure of still having to use."
• "Absolute horrible experience with this estate agents."
• "A very poor service! I am paying 10% of the rent for the full management package but after paying more than £1000 so far, I realised it was a big mistake."
• "The manager who dealt with my move in was miserable and rude, i was shocked to learn she is a manager."
• "Very disappointed with choosing Frank Innes to sell out house... Poor poor customer service, inexperienced staff, no more than glorified messengers."
• "The lady in branch was patronising and I was made to feel uncomfortable."
• "She had no intentions to help, as if my existence was purely an inconvenience on her life."

Value for Money

Pros:

• "Their knowledge of the local market is invaluable and enables you to obtain the maximum income from the property."
• "Peace of mind over a set price and also prepared to sell at the best price."
• "For a known and fixed fee the staff doggedly and professionally dealt with scores of inquiries, organised numerous viewings, dealing with false starts, changes of mind, withdrawn sales, re marketing, collapsed chains, unrealistic demands from difficult buyers, technical problems and last minute legal hitches, whilst always trying their uppermost to keep all parties informed and the process moving to completion."
• "The after sales feedback and regular inspections give us peace of mind that our property is in good hands."
• "Their vast local knowledge made them the ideal choice, which resulted in a quick efficient turnaround with ideal tenants being put forward and gaining maximum rent for our property."
• "If you ask for anything to be dealt with, it gets done. No chasing needed, which saves time and money."
• "Very easy to deal with and get in contact with, and all the paperwork and admin work etc was handled very quickly."

Cons:

• "Your letting fees of £400 are totally unjustified and the highest by over £100 in Loughborough."
• "You charge at every point during the rent process because your simply greedy."
• "Will NEVER recommend."
• "Stay away! ... they charge the earth to do relatively nothing."
• "Awful service. Took my holding deposit of £219 on the basis of 6 months tenancy with the 6 month upfront."
• "They are very much interested in the money they receive but in return are failing to provide the on time and sufficient service they are supposed to."
• "These people are disgusting they have kept a Deposit of £190 from my Daughter who tried hardest to rent a property but due to so many different obstacles couldn't do anything than walk away from trying any longer."

Reliability

Pros:

• "I am a very satisfied tenant who was assisted to get a property that meets my requirements and was supported by the team."
• "I would highly recommend them for buying/selling your home, you're in good hands."
• "The staff at Frank Innes have been amazing to me and my partner, they have helped us buy our very own home."
• "I've used Frank Innes letting services 4 times over the last 3 years, as a landlord I've found them highly professional, efficient and reliable."
• "We have used Frank Innes Loughborough as our letting agents for several years now and have always been really impressed with their advise and friendly service on every front."
• "I am highly satisfied as a tenant, and I wholeheartedly recommend their services to anyone in search of a rental home."
• "As a landlord I have used Frank Innes Lettings in Loughborough for a number of years. I have always received an efficient, friendly and professional service from them."

Cons:

• "It takes a very long time for you to fix anything to do with the property, tradesmen simply breaking into the property without permission or forewarning."
• "Avoid lettings with this company. Have been without hot water since January, we are now in March."
• "Did nothing to help us other than pass messages across via email mostly after being chased several times."
• "If ever you rent from this company, just be sure to change your locks as they have no issues entering your property without due notification/ permission."
• "Constant problem with mold to be told that we should be keeping heating on 24/7."
• "We recently rented a family property through Frank Innes but have faced a series of issues - poor quality renovation work, house was not cleaned properly, inventory was largely incorrect."
• "Left without hot water from January - March."